Technical Support Engineer

15 hours ago

Bengaluru, Karnataka, India Nasugroup Full time

We are seeking a highly motivated and skilled Technical Support Engineer to join our dynamic team in the rapidly evolving Internet of Things (IoT) hardware and software industry.

The ideal candidate will be responsible for providing technical assistance and support to our customers, ensuring smooth operation and optimal performance of our IoT solutions. This role involves troubleshooting hardware and software issues, collaborating with cross-functional teams, and delivering excellent customer service.

Key Responsibilities :

1. Customer Support :

- Provide timely and effective technical support to customers via phone, email, and chat.

- Troubleshoot and resolve hardware and software issues related to IoT devices and systems.

- Guide customers through diagnostic processes to identify and resolve problems.

2. Product Knowledge :

- Develop and maintain in-depth knowledge of our IoT hardware and software products.

- Stay up to date with industry trends, technological advancements, and product updates.

3. Collaboration :

- Collaborate with cross-functional teams, including engineering, product development, and quality assurance, to address and resolve customer issues.

- Act as a liaison between customers and internal teams to communicate technical information effectively.

4. Documentation :

- Create and update technical documentation, including FAQs, troubleshooting guides, and knowledge base articles.

- Document customer interactions, issues, and resolutions in a comprehensive manner.

5. Quality Assurance :

- Participate in testing and quality assurance processes for new product releases.

- Provide feedback to the development team regarding common customer issues and potential improvements.

6. Training :

- Conduct training sessions for customers and internal staff on the use and troubleshooting of IoT hardware and software.

Must Have : Candidates must have prior experience in providing technical support for any physical device/ hardware device.

Qualifications :

- Bachelor's degree in Computer Science, Information Technology, or a related field.

- Proven experience in technical support, preferably in the IoT industry.

- Strong understanding of IoT hardware and software architectures.

- Excellent troubleshooting and problem-solving skills.

- Exceptional customer service and communication skills.

- Familiarity with networking concepts and protocols.

- Proficient in using diagnostic tools and software.

(ref:hirist.tech)

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